Front Desk SupervisorVilla Monument

We are looking for a reliable and customer-oriented front desk supervisor to manage the front desk and handle guest relations operations. An individual committed to providing high-quality service to our hotel guests. You will address complaints and go the extra mile to ensure 100% guest satisfaction and increase the likelihood of guest loyalty. We are looking for a professional who understands the importance of following Standard Operating Procedures and policies set by the hotel.

Duties & Responsibilities

Reception

• Welcome guests on arrival in a professional and polite manner
• Review arrival list daily
• Track and maintain accurate room inventory
• Allocate rooms to guests prior to arrival depending on occupancy
• Monitor and liaise with housekeeping department for room release
• Review guest preference list prior to arrival and advise relevant departments of any set up required
• Deliver a smooth and efficient check in and check out experience to all guests
• Ensure guests fill out registration form with necessary information such as contact details
• Update PMS guest profiles with registration form details
• Discretion in issuance of room keys and prioritize guest confidentiality
• Ensure all front office equipment are working correctly and being utilized for the intended purpose
• Report any equipment issues to the Hotel Manager
• Ensure front desk has adequate materials for each shift
• Check the log book daily and bulletin board for all relevant information.
• Monitor front office materials inventory and order new materials monthly
• Record any issues in the log book that occur during the shift
• Inform guests of any visitors they may have
• Attend to all incoming calls in a professional, polite and informative manner and transfer calls when required.
• Maintain an accurate internal phone list for accurate transfer of calls.

Finance & Billing

• Informing customers about payment methods and verifying their credit card data
• Handling guest billing information and card details with discretion
• Monitor guest accounts and ensure all charges are accurate and posted promptly
• Collecting Payment from guests at check-in and settle any outstanding at checkout

Reservation & Sales

• Accurately and efficiently receive and process reservations whilst observing brand policies and procedures
• Use in-depth product knowledge to increase the sale
• Understand guest needs and upsell accordingly
• Update and maintain records of bookings and payments
• Utilize strict security procedures with credit and cash transactions, accounting procedures
• Manage and count float, ensure float is complete at the end of shift
• Provide information about our available rooms, rates and packages
• Support Sales executive when required

Guest Relations

• The primary point of contact for customers
• Assist with guest enquiries and requests
• Communicate any requests regarding transportation or luggage to the porter
• Follow up with any outstanding requests and ensure requests have been completed.
• Maintain a positive attitude when facing difficult situations or requests
• Address customer complaints and escalate to management when needed
• Providing extensive information about facilities, programs and other services
• Help prepare welcome packs with collateral (e.g. room service menus, area descriptions)
• Record wakeup call requests and manually call each guest at the specified time
• Anticipate guest needs and build rapport with customers
• Provide assistance with certain tasks such as confirming travel arrangements and taking messages

Job Requirements

• Minimum 2 - 3 years work experience as a Hotel Front Desk Agent, Receptionist or similar role
• Experience with hotel Property Management Software (PMS)
• Understanding of how online travel agencies operate, like Booking.com and Expedia, will be an asset
• Computer literacy
• Strong numerical skills
• Good written and oral communication skills
• Proficiency in English; knowledge of additional languages is a plus
• Familiarity with hospitality industry standards
• Resourceful and able to meet guest needs
• Ability to adapt to a dynamic environment
• Excellent interpersonal skills and multi-tasking skills
• Strict attention to detail
• Extensive knowledge of Lagos restaurants, theatres and other attractions
• Flexibility to work various shifts, including evenings and weekends
• Secondary school diploma; diploma in hotel management or relevant field will be a plus
• Industry-standard grooming with good hygiene
• Able to stand for long hours
• Positive Attitude
• A Passion for Hospitality!